These problems are really observable in the system. Well, I think they are trying their best to make it things better here.

Not the same problem, but related to disappointing service. I once had a session in dispute, but it had not been resolved after one month. I had to send a feedback to italki, then it was settled immediately, but without any explanation for the delay. Aslo, I just have only one dispute, but my student history has shown there were two. ???